General Manager

Role : General Manage– IT Services

We are looking for an experienced General Manager – IT Services to lead end-to-end delivery across multiple accounts, ensuring high-quality execution, client satisfaction, operational excellence, and profitable growth. The role will drive delivery strategy, governance, people leadership, and large program execution across global customers.

Mandatory Domain Requirement:

This role requires strong Aviation/Airline industry experience with a deep understanding of airline business processes, digital transformation, and travel technology ecosystems.

Key Responsibilities

Delivery Leadership & Strategy

• Own and drive end-to-end service delivery across projects, programs, and managed services.
• Define and implement delivery strategy, governance frameworks, and best practices.
• Ensure delivery aligns with business goals, client expectations, and contractual commitments.
• Lead large transformation, digital, cloud, data, and application initiatives.
• Drive delivery initiatives specifically within Aviation/Airline domain programs and platforms.

Client & Stakeholder Management

• Act as Executive Sponsor for key accounts.
• Build long-term strategic relationships with CXO and senior client stakeholders.
• Drive customer satisfaction, retention, and account growth.
• Manage escalations and ensure timely resolution of risks/issues.
• Engage with airline and aviation stakeholders to align technology delivery with industry needs.

P&L & Financial Ownership

• Own delivery P&L, revenue realization, margins, and utilization.
• Drive forecasting, budgeting, cost optimization, and financial governance.
• Identify upsell and cross-sell opportunities in existing accounts.

Program & Portfolio Governance

• Oversee large and complex multi-geo programs.
• Establish delivery governance, KPIs, SLAs, and reporting frameworks.
• Ensure risk management, compliance, quality, and continuous improvement.

People Leadership

• Lead and mentor delivery managers, program managers, and technical leaders.
• Build high-performing teams and succession pipelines.
• Drive hiring, workforce planning, competency development, and retention.

Operational Excellence & Process Improvement

• Implement best practices across Agile, DevOps, ITIL, and PMO frameworks.
• Drive automation, productivity improvement, and delivery innovation.
• Ensure adherence to security, compliance, and quality standards.

Pre-Sales & Growth Support

• Partner with Sales and Solutions teams for RFPs, solutioning, and estimations.
• Support deal shaping, transition planning, and new account setup.
• Contribute to practice development and capability building.
• Support aviation-focused deals, proposals, and solutioning.

Key Metrics / KPIs

• Revenue & Margin Performance
• Customer Satisfaction (CSAT / NPS)
• On-time & On-budget Delivery
• Utilization & Productivity
• Employee Engagement & Retention
• Account Growth & Renewals

About Us:

Atain (IGT Solutions) is a next-gen Tech Services and Customer Experience (CX) company. It enables personalized, meaningful, and effective interactions by combining cutting-edge technology and innovative solutions with the power of Gen AI to deliver exceptional end-user experiences. With the ability to integrate human and digital intelligence seamlessly, it is a trusted partner for managing end-to-end transformation journeys for global majors across industries. Established in 1998, IGT Solutions has more than 90 global marquee customers and 25,000+ experts servicing client processes from 31 global delivery centers across 13 countries. IGT Solutions service offerings include data & analytics, digital transformation, systems integration, platform solutions, AI/ML, and Gen AI-led industry and enterprise solutions, intelligent automation and analytics, and a full spectrum of BPM services and solutions.